Customer Success Manager

Summary

Join Kyruus Health as a Customer Success Manager and partner with clients, advocating for their needs while balancing urgency and empathy. You will be the primary point of contact, building long-term relationships and utilizing various communication methods. Responsibilities include setting up routine calls, communicating progress, forecasting key metrics, identifying expansion opportunities, and ensuring high client satisfaction. You will collaborate with internal teams for smooth transitions and manage communication effectively. This role requires 5+ years of experience in customer or practice management, strong relationship-building skills, and proficiency with business tools like Salesforce and Jira. Growth opportunities include a linear career path to Senior Customer Success Manager or lateral moves within the organization.

Requirements

• Use your 5+ years of experience in customer management or practice management experience to: Cultivate customer relationships grounded in trust, transparency, and mutual respect
• Center customer engagement in a strategic, thoughtful manner
• Look for opportunities for customers to increase product adoption or utilization, and collaborate with internal stakeholders as appropriate
• Monitor analytics and performance metrics to provide recommendations on actions the customer can take to better utilize Kyruus Health solutions to achieve value
• Leverage data to build a compelling story to influence change
• Your customers have a good experience (NPS), realize value (customer health score),and renew their contract (retention)
• You’ve built successful relationships with customers, grounded in trust
• You’ve built credibility as a customer’s champion within your organization
• You're an expert in your customer’s data and well-versed in strategies to optimize performance
• You’ve created and managed a ‘single view of the customer’ within your organization and are proficient with business tools - Salesforce, Jira, Confluence, Excel, and Powerpoint

Responsibilities

• Be the primary point of contact and build long-term relationships with customers
• Help customers through email, phone, online presentations, screen-share and in person meetings
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Set-up and maintain routine calls with clients to review performance
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Accurately identify and notify Sales of any expansion opportunities
• Be responsible for keeping current clients at a high satisfaction level while delivering exceptional customer services on a day-to-day-basis
• Work with the Implementations Team to ensure a smooth transition from implementations to long-term accounts
• Manage communication between the customer and internal teams
• Respond to client emails in an efficient and timely (within 12 business hours)
• Manage and maintain Kyruus Health Google calendar

Benefits

• Medical, dental, and vision benefits
• Unlimited paid time off (PTO)
• Generous paid parental leave
• A home office stipend
• 401(k) program with company match
• A wellness and lifestyle program
• Annual bonus program
• Equity